Quality Assurance Analyst - Call Center Monitoring
Based in the United States, Monday through Friday, 8:00 AM to 4:00 PM Eastern TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–5 years of relevant experience in quality assurance, customer service, call center operations, or a related field; Bachelor's degree in a related field or 8–11 years of equivalent professional experience.
- Required Skills
- Data AnalysisCustomer serviceMicrosoft OfficeCoachingReportingQuality Assurance
Requirements
- Bachelor's degree in a related field or 8–11 years of equivalent professional experience.
- 2–5 years of relevant experience in quality assurance, customer service, call center operations, or a related field.
- Strong background in call monitoring, quality assurance, customer service, or performance evaluation.
- Proficiency with Microsoft Office applications, email platforms, internet-based tools, and general PC operations.
- Excellent verbal and written communication skills with the ability to present findings clearly and professionally.
- Strong analytical, organizational, prioritization, and problem-solving abilities.
- Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
- Availability to work Monday through Friday, 8:00 AM to 4:00 PM Eastern Time.
- Ability to travel as needed to support business initiatives and collaborative activities.
Responsibilities
- Monitor and evaluate incoming and outgoing calls using established quality standards to ensure exceptional service delivery and compliance.
- Assess advocate performance, document quality observations, and provide actionable feedback that supports ongoing coaching and development.
- Deliver leadership support by answering operational questions, assisting with quality initiatives, and serving as a resource for internal teams and business partners.
- Analyze quality data and prepare weekly and monthly trend reports to identify performance opportunities and recommend process improvements.
- Lead or participate in service improvement projects designed to enhance quality, efficiency, and customer satisfaction.
- Facilitate internal and external calibration sessions to ensure consistent quality evaluation standards across teams and stakeholders.
- Support daily operational activities, including reviewing communications, attending training sessions, distributing evaluations, and participating in virtual and in-person meetings.
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